PATIENT SATISFACTION ON HEALTH SERVICE CENTER IN URBAN AND RURAL AREA KUTAI KARTANEGARA REGENCY EAST KALIMANTAN

Abstract:

Background: Aspects satisfaction is mainly depends on expectations. Patient satisfaction with health services describe the level where the needs of patients in line with expectations and provide a standard of service that is acceptable. The main factor of satisfaction is the quality of health care provided by hospital care, processes of care, and outcomes of care. Objective: The aim of this research is to know the patient’s level of satisfaction in health service center in urban and rural area Kutai Kartanegara Regency East Kalimantan. Methods: This pilot pathfinder survey was conducted on 23-25 February 2017 in Kutai Kartanegara Regency, 95 respondents in urban area and 97 respondents in rural area. All respondents were given Health Care Satisfaction questionnaire which was measured using 5 dimensions (assurance, empathy, responsiveness, physical appearance, medical services). It contains 22 questions with 5 alternative answers. The entire primary data collected was processed using SPSS 22.0 software. Result: This survey shows the level of satisfaction of health service is higher in men than in women. Sample with age of 45 years and above are the most satisfied. This result showed that person's education level affects satisfaction. The result also presented that daily income affects the satisfaction of respondents. Based on survey health service, satisfaction level are most numerous in urban area for each dimension. In urban area, respondents were satisfied at most the dimension of empathy and medical services (95,8%), when in rural area, respondents were satisfied at most on the dimension of responsiveness (89,9%). Conclusion: There is a difference in the satisfaction level between urban and rural areas which showed in 5 dimensions. This result would be a reference to improve the quality of service in Kutai Kartanegara regency.